Second to None

MARCH 5, 2018

Too often, brands will create an over-arching strategy that places profit as the number one priority. Brands that do manage to place providing value to customers at the center of their strategy will be revealed as leaders in their respective industries. Note that I didn’t mention loyalty once. How, you might ask?

Brands 54

Brands Retail ROI Metrics 54

Alida

JULY 13, 2017

It’s undergoing tremendous transformation as physical stores close and once-venerable brands shrink their footprint. Stephens understands the role of data in retail and how it’s essential to creating a customer experience that will enable brands to rise above their competition in the eyes of consumers.

Retail 100

Retail Competitive Advantage Trends Consumers 100

ShepHyken

NOVEMBER 20, 2017

With the right data, you can create an experience that sets you apart from your competition with a better CX. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. The post 5 Top Customer Service Articles For the Week of November 20, 2017 appeared first on Shep Hyken.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Interestingly, according to a study by Broadway Business , only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. Think again. That was the old school way of doing things.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. How to overcome those challenges?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Chattermill

JUNE 27, 2017

by Oliver Preece on 28 Jun 2017. Here are the most important factors impacting customer experience in finance and how established banks can gain competitive advantage. Customer experience is the new competitive advantage for banks. customer experience. Banking Insights: Part 1.

Banking 76

Banking Customer Experience Net Promoter Score Competitive Advantage 76

PK

APRIL 16, 2018

Lenati’s expertise spans the overall customer and digital experience, from customer insights and analytics, go-to-market strategy, customer acquisition, channel enablement, through loyalty strategy and retention. Lenati is the premier consultancy helping companies develop innovative and disruptive customer experiences.

Company 40

Company Telecommunications Competitive Advantage Transportation 40

SurveyGizmo

JULY 23, 2018

Failure to do so or pushing experience improvements to the wayside puts an organization’s competitive advantage and market relevance at risk — no matter the industry. In the context of the workplace, bullying can impact employee satisfaction, customer loyalty, and the overall experience of the organization. 

How To 63

How To Healthcare Culture Employee Experience 63

Alida

SEPTEMBER 22, 2016

The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Super important point – authenticity drives loyalty #vcsummit. Look forward to reading his book!

Innovation 100

Innovation Marketing Social Media Healthcare 100

Qualtrics

JANUARY 9, 2019

Forming tribes is in our DNA, and it has been our species’ competitive advantage for millennia. Ad planning, production and media buying are among the highest expenditures many brands have. In 2017 alone, digital ad spending increased to $88 billion dollars. It’s also a cause of product failures.

Advertising 20

Advertising Competitive Advantage NPS Effort Score 20

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Outstanding customer support is a competitive advantage for today’s innovative companies like HotelTonight, Caviar and Evernote.

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Outstanding customer support is a competitive advantage for today’s innovative companies like HotelTonight, Caviar and Evernote.

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Outstanding customer support is a competitive advantage for today’s innovative companies like HotelTonight, Caviar and Evernote.

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

Circular Edge

MAY 11, 2022

The alphanumeric code could indicate an item’s color, style, size, brand, manufacturer, packaging or even price. If you sell the same widgets from three different brands, you could wind up with 45 SKUs for that one product. billion in losses in 2017 due to shrinkage. The company decides what information each SKU represents.

Retail 52

Retail System Ecommerce Guidelines 52

Magellan Solutions

MAY 10, 2020

Having a live chat option on your website gives you a competitive advantage. In this set-up, your team can take advantage of converting these visitors into paying customers and upsell to increase sales. . Improve customer loyalty. For this reason, there’s no doubt why live chat improves customer loyalty.

Chatbots 52

Chatbots e-support Competitive Advantage Call Center 52

ClientSuccess

DECEMBER 18, 2017

Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. In the weeks prior to the renewal, our team had met with the executives at the brand and all seemed well. Competition is cutthroat. Building loyalty cannot stop when a contract is signed. Be proactive.

Leadership 41

Leadership Competitive Advantage Customer Success Loyalty 41

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Bruce Temkin. Chip Bell is a highly sought-after keynote speaker and a prolific writer.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Bruce Temkin. Chip Bell is a highly sought-after keynote speaker and a prolific writer.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media e-support 111

Grade.us

APRIL 2, 2018

I ordered a brand new midi keyboard. An economic moat is the competitive advantage one company has over their competitors. Brand moat. They reward you with their loyalty - eagerly or begrudgingly. Were listed as America's most hated company in 2014 , 2015, 2016 and 2017. Look at this horrible review. "

Ecommerce 38

Ecommerce Competitive Advantage Exceptional Customer Service Innovation 38

Kustomer

AUGUST 11, 2022

billion active internet users across the globe, there’s no doubt that your customers are browsing your website, social media platforms and review sites to get to know your brand. With the right skills and resources, you can train your agents to conduct effective customer service conversations that leave your brand with a positive reputation.

Customer Service 98

Customer Service Social Media Self Service Loyalty 98

Currency Alliance

JUNE 22, 2017

We’re already nearly halfway through 2017. A year that could see a tipping point for customer loyalty programs. We’ve seen plenty of articles over the last couple of years about how the traditional loyalty program is falling short. Because there are just too many programs with fragmented loyalty currencies.

Loyalty 40

Loyalty Loyalty Programs Social Media Brands 40

Currency Alliance

MAY 9, 2019

Tellingly, the greatest investment in vehicles has not been in how the vehicles move, but in “sharing solutions” – with a 32x increase in investment over the 7 years to 2017. With growth, comes competition. Independent of market positioning, unique customer insight will become the primary competitive advantage.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Kustomer

MAY 18, 2020

billion active internet users across the globe, there’s no doubt that your customers are browsing your website, social media platforms and review sites to get to know your brand. Today, many customers are using online chat to connect with brands for support, and will only continue to do so in the future. Positive Brand Reputation.

Customer Service 52

Customer Service e-support Self Service Social Media 52

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. At a recent Gartner event , analysts Olive Huang and Jenny Sussin ran through 10 key areas to help establish customer centricity into your brand. I am going to focus on four of them here.

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

ProProfs Chat

DECEMBER 12, 2019

How many times have you bought something from a brand more than once? Or, let me ask you this way: Do you have a specific brand in mind when you want to buy a particular item, for example, a pair of running shoes? why do they go back to specific brands? If your business isn’t customer-centric, customers will leave your brand.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

ClearAction

OCTOBER 25, 2018

Marketers put themselves in the customers’ shoes to serve customers better, thus building a long-term, sustainable competitive advantage.” Top concerns of customers who aren’t satisfied with a brand: 1) “The company does not put my needs and wants above its own business goals.”. It’s much more than semantics.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

CSM Magazine

JUNE 12, 2020

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. Conversely, customers will show loyalty to brands that provide convenience, value, and service while using automated interfaces.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

SurveySensum

SEPTEMBER 8, 2023

Utilizing Promoters as Brand Advocates Identify Detractors Prevent Churn NPS as a Tool for Continuous Improvement NPS 3.0: These benchmarks can vary across industries due to differences in customer expectations and competitive dynamics. NPS increases customer loyalty: According to the 2017 Temkin research , promoters are 4.2

NPS 52

NPS ROI Social Media Effort Score 52

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? It entices me to imagine what awaits us in 2017 for customer service.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Alida

DECEMBER 20, 2017

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Edelman’s 2017 Trust Barometer suggests that the world today is suffering from an implosion of trust. Likewise, this year’s BrandZ Top 100 Most Valuable Global Brands report found that trust is a now a key differentiator.

Retail 154

Retail Study Innovation ROI 154